Fluent German Speakers Jobs in North Tyneside on your local North Tyneside jobs site. Careers in North Tyneside, local employment and work in North Tyneside.

Skip to the content

Job Search

search
by sector
by location

Quick Search

Keywords

Region

Location

Sector

Salary

Fluent German Speakers

This job has expired, and cannot be applied for.

Posted By: Adecco - Newcastle
Address:
Contact: 01912221101
Date Posted: 1st Jul 2008
Salary: Negotiable
Location: North Tyneside
Reference Code: 427/German/PK
Views Since Posting: 8
Full Description:

Working in a team within a customer care centre environment, responsible for the resolution of incoming contacts from all brand customers and Retailers in line with key performance metrics. To continually promote the “care” attitude in delivery of customer care in line with the ECCC Statement of Direction.

General day-to-day duties include:

• Handling native language customer contacts, including responding to incoming phone calls and correspondence in the form of letters, emails and faxes
• Spoken and written language skills to native standard (including business correspondence), thorough understanding of the native culture
• Delivering service excellence by efficiently problem-solving and reacting to customer situations in a professional, polite and clear manner
• Meet ECCC standards in volume, quality, performance & attendance
• Follow ECCC Policies and Procedures in a positive manner
• Demonstrate a positive attitude, professionalism, initiative, and flexibility in performing daily job functions
• Understanding and applying the brand policies & empowerment to resolve the customer service requests raised, or creating & agreeing action plans to lead to resolution
• Accurate logging of all contacts and following up on action plans using a case management system
• Where necessary liaising with business partners - i.e. brand retailers, field managers and internal departments to develop service request resolutions & action plans
• Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria
• Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes
• Performs other related duties, as assigned, flexibility towards work schedules/shift patterns
• Ad hoc outbound calling campaigns

2 Minimum Skills

2.1 Technical Skills

• Ability to operate a Desktop Computer System and possess a familiarity of Operating System (Windows 2000), MS Word & Excel.
• Familiarity with navigating an internet/intranet using Internet Explorer
• Demonstrated ability in using Communication applications such as telephony equipment
• Ability to type a minimum of 35 words per minute

2.2 Soft Skills

• Customer service excellence – enjoys direct contact with customers by telephone and understanding the customers needs, displays diplomacy, is polite, remains calm, listens, and apologises where necessary, always portrays a professional & positive image to the customer
• Excellent written and verbal communication skills in native language, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback
• Good native language skills, understanding trainings/meetings delivered in English
• Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritise and manage own workload
• Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
• Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards

2.3 Product Specific Knowledge

• Thorough knowledge of Organisational structure, including National Sales Companies, Sales, Aftersales, Parts & Accessories, Retailer Networks for Brands
• Thorough knowledge of Brand Products & Services
• Thorough knowledge of associated Policies and Procedure regarding warranty, goodwill, car hire, parts & accessories

2.4 Process Specific Knowledge

• Ability to follow ECCC Policies and Procedures
• Ability to meet or exceed all performance metrics, including Quality, AHT, attendance etc.